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Air New Zealand Passenger Reviews and Air New Zealand Customer Trip reports



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Air New Zealand Customer review :  28 May 2013 by S Liu    (New Zealand)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

AKL to HKG. 772. Midnight flight. Very strange that all cabin crews in economy class were all Asian males. Services were good, nice and friendly. After the meal, went straight to sleep. Have to say the seat was not bad at all. Managed to get some sleep. Landing was super.



Air New Zealand Customer review :  28 May 2013 by Gordon McFarlane    (Canada)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Sydney to Auckland in Business. We had originally booked 'The Works' for the short hop over the Tasman but were offered 'One Up" to bid on an upgrade to Business Class. Our offer was accepted. This was the first time on Air New Zealand and we were suitably impressed with the service, food and beverage offers. We didn't take advantage of lying on the lie flat beds as it was a day flight. The safety video was entertaining and we could see that many passengers watched it, unlike on other airlines where they are ignored. The flight departed and arrived on time. The only criticism was boarding at Sydney. The departure lounge was packed and was adjacent to an A-380 flight departure. We had been in the ANZ lounge and on arrival at the gate (30 minutes before departure) the flight was already boarding and there was no visible Business Class priority lane. Boarding for all passengers appeared to be a bit of a dog's breakfast.



Air New Zealand Customer review :  27 May 2013 by P Schweizer    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

First time with Air New Zealand on a short hop from Wellington to Auckland. Old B733 but well maintained and with comfortable seating. Loved the safety video. Smart looking crew very efficiently managed to serve a drink (coffee, tea, water) and a snack during this short domestic flight. Ground staff made me check-in my carry-on as it was 1 kg over the weight limit. Wish they would enforce this with all travellers as other passengers brought large pieces of luggage on board. Flight about double the price than Jetstar on same route and as a QF Platinum will give my business to Jetstar in the future. This one time NZ booking was done due to flight times as I needed to catch an international flight from Auckland.



Air New Zealand Customer review :  23 May 2013 by Harper Hill    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew to London from Los Angeles round-trip on Air New Zealand and it was a wonderful experience. The attendants kept us fed and hydrated, there was plenty to do on the in flight entertainment console, I was reasonably comfortable in coach. I'd happily fly with them again.



Air New Zealand Customer review :  20 May 2013 by G MacLennan    (New Zealand)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We travelled on flight 136 Wednesday 15 May BNE-AKL. We sat in row 55. On entering the cabin the temperature was cool and not long after takeoff the temperature dropped to 'very cold'. Other passengers were clearly noticing the same because there was a large request for blankets. On asking the flight attendant if the cabin temp could be turned up we were told "yes when we get down the back of the plane after serving the meals. We know its cold because everyone else has already told us". An hour and a half later it was still freezing. It only began to warm up half an hour out of Auckland. We have constantly supported AirNZ however this would be the worst flight we have had with the airline. One of our inflight entertainment screens wouldn't work and no headset was left at that seat. The cost of our seats covered the meal, baggage and inflight entertainment.



Air New Zealand Customer review :  20 May 2013 by U Anthony    (Australia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Sydney-Auckland-Christchurch on 777-200 Business Premier and A320 on domestic leg. Lounge in Sydney very busy but as usual good selection off food and drink. Priority boarding was fast and efficient; Flight was excellent with great service from the crew. Have done Tasman sector a few times and food is the same, great selection of high quality NZ wines. The 777-200 was showing signs of wear and tear. Staff service was friendly and was a great flight from Sydney. Auckland to Sydney was on a Tasman configured A320, lounge in Auckland was good with a good selection of breakfast and coffee from their Barista services. Flight was quick and was impressed that one crew member had remembered me from previous flights. Onetime and excellent service.



Air New Zealand Customer review :  17 May 2013 by L Faulkner    (UK)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We booked a "flexi-plus" internal flight AKL-CHC with ANZ. Our international Emirates flight was late so we phoned from Sydney to say that we would miss it and would take a later flight. Although we had flexi-plus tickets "no service fees or fare difference will apply to flight changes made at the airport on the day of departure where changing to an earlier or later flight departing that day" they insisted we pay another 250.



Air New Zealand Customer review :  13 May 2013 by Cary Mohlmann    (New Zealand)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I have flown with Air New Zealand for several years and have always found their service wonderful. That was not the case with my last flight to Hawaii. I felt like a number and some people received food and some did not. In my case my husband did and I didn't because of a new system of paying for food and even a drink of juice. For an international flight I think this is a terrible system which lead to a great deal of confusion and uncomfortableness for both the passengers and the flight crew. The different food services caused me to feel uncared for and undervalued as a customer.



Air New Zealand Customer review :  11 May 2013 by M Sullman    (UK)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew Wellington-San Francisco (via Auckland). Bought the upgrade to premium economy and it was well worth it. The personal and friendly service was the best we have experienced. Cabin was immaculate, everything worked, the seats were comfortable and reasonably new.



Air New Zealand Customer review :  11 May 2013 by M Sullman    (UK)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew from Shanghai to Auckland and then onwards to Wellington. Staff were extremely friendly and the food was lovely, particularly compared with the Virgin food we had on the leg from Heathrow. All the fittings worked and were in good condition, the leg room was fine (I'm 1.84m tall).



Air New Zealand Customer review :  9 May 2013 by Richard Bentley    (New Zealand)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew Premium Economy from LAX to AKL on a 777-200. Despite not having the new seats that are on the 777-300 the leg room was amazing and the food great. Recommended for comfort without the high cost of Business class.



Air New Zealand Customer review :  9 May 2013 by R A Martin    (New Zealand)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Leg room on Internal flights is getting smaller and smaller. Being 6ft 2 inches or 1.88 mtrs it's a real squeeze to get into the seat. I feel sorry for anyone taller than me. Stop treating passengers like sardines. The trip I did was Auckland to Dunedin return. Both on an A380 and a Boeing.



Air New Zealand Customer review :  7 May 2013 by R Butler    (UK)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Adelaide to Auckland, April 28 2013. Usual incredibly strict control of baggage weight, both hold and hand. Sure there need to be some controls, but the pettiness of Air NZ on even one kilo over is incredibly frustrating, especially after travelling long haul with a greater allowance. Given this is a one class only route, there really ought to be better facilities and service. Food on board fine; service OK and typically informal/casual kiwi style, including the Purser starting her announcement with "hello, lovely people". Can't quite imagine that from one of the BA matrons!



Air New Zealand Customer review :  2 May 2013 by V Wang    (Australia)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

B747-400 Premium Economy SFO-AKL, B767 Works AKL-SYD. Pretty disappointed with the NZ service offering. Old Premium Economy seat had lots of recline but the legrest didn't extend upwards enough so it was essentially useless. Entertainment had a decent selection but the system was slow and not very responsive. Food was fine although some passengers were served using porcelain mugs while others given paper cups for drinks service which was odd. Inflight service was very inconsistent, some smiling while others looked like they wanted to be elsewhere. Definitely not worth it if you paid full fare for Premium Economy. B767 was old although updated with AVOD. Breakfast was basic, either continental or hot.



Air New Zealand Customer review :  2 May 2013 by Nigel Rankin    (UK)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Premium Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I have been flying with Air New Zealand since 2007, primarily Premier Economy or Business. The tickets are corporate and were not bought by me. The routes flown have been both via Hong Kong and Los Angeles. Had I been given the choice I would not have flown with this airline. In general the cabin staff have been friendly and efficient, but inconsistent in their service delivery. Some teams have decided to deliver the bistro experience; others have gone along with the norm. On one occasion I witnessed one of the flight deck crew talking to a passenger who was concerned about something on the aircraft. Instead of reassuring the passenger, he began shouting and threatened to call security to lift the passenger from the flight. Instead of defusing the situation, he drew attention to the situation, causing the passenger and his family to be acutely embarrassed. Joining their loyalty scheme through Star Alliance is pointless, as the Air NZ routes have become limited as they no longer go via Honk Kong. In addition, although I qualified as a Gold Member, this was not updated on their system and I couldn’t use their lounges or associated benefits. However, the card had been issued and was at home waiting for me. A colleague has had similar experiences and written to Air NZ to complain. More than a month late he still has had the courtesy of a reply. You could put all this down to the Kiwi independence and a refusal to be subservient. However, they are in the service industry and if they can’t handle it then they shouldn’t have joined. If you do travel with them, you’re unlikely to suffer unduly and you shouldn’t let these things colour you impression of New Zealand.



Air New Zealand Customer review :  29 April 2013 by T Boning    (UK)

Rating : 0/10

Score 0 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We were also in the flight reviewed by D Snyder on 4 March 2013. We suffered over 12 hours of misery, being confined in a cabin in suffocating heat - the cabin crew told us it was 28/29 degrees, as the air conditioning was not working - a fault which was known about a long time before takeoff. Whilst our cabin staff worked hard, the flight deck were indifferent, with not even the courtesy of a visit to see how bad the conditions were. We understand others, like us, complained to Air NZ, but we did not get a reply for almost 6 weeks. This reply was wrong, saying that we were offered iced towels and the opportunity to move to cooler areas of the aircraft - neither of which happened.



Air New Zealand Customer review :  26 April 2013 by Jonathan Welch    (Australia)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Paid for Works return Brisbane - Auckland and on both legs service paid for was not provided. Outward flight did not have movies and return flight had no meal. My wife, also on a Works package, also did not receive a meal on the return journey. This was Air NZ big opportunity to get our custom back again after three years flying other full package airlines across the Tasman after, you guessed it, paying for a Works package and not receiving what we paid for. Better service provided by other airlines on this route for a comparable or cheaper price.





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